Agency Supervisor - Recovery

Abu Dhabi Islamic Bank
Dubai
Workplace: OnsiteFull timeFunction: Legal, Risk & ComplianceSkills: ["Communication","Analytical skills","Coaching","Customer service","Problem-solving"]

Manage external collection agencies by monitoring daily workflow and performance, ensuring visits and customer communications meet ADIB standards and time-to-resolution targets. Coach and develop agency associates, document visits and actions for stakeholders, and oversee timely updates of assigned accounts in the collections system. Resolve customer complaints and walk-in issues within policy, guiding customers on finance/covered card payments and options such as restructuring and rescheduling.

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FursaFursa
Abu Dhabi Islamic Bank
Abu Dhabi Islamic Bank
9 hours ago

Agency Supervisor - Recovery

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Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI
Last checked: 1 hour agoStatus: Live

Job Summary

Manage external collection agencies by monitoring daily workflow and performance, ensuring visits and customer communications meet ADIB standards and time-to-resolution targets. Coach and develop agency associates, document visits and actions for stakeholders, and oversee timely updates of assigned accounts in the collections system. Resolve customer complaints and walk-in issues within policy, guiding customers on finance/covered card payments and options such as restructuring and rescheduling.
Location: Dubai
Workplace: Onsite
Employment Type: Full time
Job Function: Legal, Risk & Compliance
Seniority: Manager level

Key Responsibilities

  • •Ensure agency visits are completed within agreed TAT, document outcomes, and share documentation with stakeholders.
  • •Monitor agencies’ performance and compliance with ADIB standards and Collection Unit requirements.
  • •Conduct regular meetings (phone/visits) to review progress, including reconciliation of allocated accounts and actions from prior visits.
  • •Guide customers as a counsellor for finance/covered card payment management and options like restructure, reschedule, and re-age.
  • •Resolve and close customer complaints and walk-in customer issues within TAT/policy, and review feedback for TOP 20 accounts.

Key Requirements

  • •Knowledge of market and industry characteristics and trends.
  • •Knowledge of the legal system, regulations, statutory requirements, and legal recovery techniques.
  • •Strong business acumen.
  • •Strong communication skills with analytical and collections capabilities.
  • •Ability to motivate, coach, and develop associates while managing external collection agencies’ workflow and performance.
Skills:CommunicationAnalytical skillsCoachingCustomer serviceProblem-solving

Company Brief

Abu Dhabi Islamic Bank
Abu Dhabi Islamic Bank (ADIB) is a public Islamic bank providing retail, corporate, wealth and investment banking services across the UAE and international markets, offering Sharia-compliant financial products and digital banking solutions.
Industry: Banking
Company Size: Enterprise (1,001+ employees)
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: Abu Dhabi, United Arab Emirates
Founded: 1997
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Glassdoor: 3.5
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